Manager - Cloud & Security Customer Service Operations

Role overview

Manager - Cloud & Security Customer Service Operations at Tata Communications

We are looking for an experienced SME / Technical Lead with strong expertise in Windows Infrastructure, Active Directory, VMware Virtualization, Patch Management, and AWS Cloud Operations.

The role will be responsible for managing enterprise infrastructure environments, driving operational excellence, ensuring platform availability, and leading infrastructure modernization initiatives across on-premises and cloud environments.

The ideal candidate should possess deep technical expertise, strong troubleshooting skills, leadership capabilities, and experience managing complex enterprise infrastructure in a 24x7 operations environment.

Responsibilities

• Windows & Active Directory Administration Manage and support enterprise Windows Server environments (2008, 2012, 2016, 2019, and 2022).
• Administer Active Directory, Group Policies (GPO), DNS, DHCP, and Domain Controllers.
• Perform AD replication troubleshooting, health checks, security hardening, and disaster recovery activities.
• Manage user lifecycle, security groups, service accounts, and privileged access controls.
• Support enterprise authentication and identity management initiatives.
• Cloud & Hybrid Infrastructure Manage AWS cloud infrastructure and hybrid environments.
• Administer AWS services including EC2, VPC, IAM, S3, Security Groups, EBS, CloudWatch, and Load Balancers.
• Drive cloud resource optimization and cost management initiatives.
• Support cloud migration, modernization, and infrastructure transformation projects.
• Ensure cloud security, compliance, and governance standards are maintained.
• VMware Virtualization Administer VMware vSphere environments including ESXi and vCenter.
• Manage HA, DRS, vMotion, and Storage vMotion operations.
• Perform capacity planning, resource optimization, and infrastructure performance tuning.
• Support virtualization lifecycle management, upgrades, and patching activities.
• Patch Management & Automation Manage enterprise patching solutions using SCCM, WSUS, PatchLink, and BladeLogic.
• Plan, test, approve, and deploy operating system and security patches.
• Monitor compliance levels and generate patch management reports.
• Develop automation solutions using PowerShell and related scripting tools.
• Drive continuous improvement through automation and process standardization.
• Resilience, DR & Monitoring Manage Windows Failover Clustering and High Availability solutions.
• Participate in Disaster Recovery (DR) planning, testing, and execution.
• Perform capacity and performance management activities.
• Conduct root cause analysis for critical incidents and recurring issues.
• Implement proactive monitoring and service health management.
• Service Management & Governance Manage incidents, problems, changes, and service requests through ServiceNow and Remedy.
• Ensure compliance with SLA, KPI, and operational governance requirements.
• Maintain technical documentation, SOPs, knowledge articles, and runbooks.
• Support audit and compliance initiatives.
• Leadership Responsibilities Provide technical leadership and mentorship to infrastructure engineers.
• Lead major incident management and technical escalations.
• Review infrastructure designs and implementation plans.
• Coordinate with customers, vendors, and cross-functional teams.
• Drive continuous service improvement and operational excellence initiatives.
• Conduct knowledge transfer sessions and technical trainings.
• Required Technical Skills Windows Infrastructure Windows Server 2008/2012/2016/2019/2022 Active Directory Services Group Policy Management (GPO) DNS & DHCP Windows Failover Clustering PowerShell Scripting Cloud Technologies AWS EC2 VPC IAM S3 EBS CloudWatch Load Balancers Cost Optimization & Governance Hybrid Cloud Operations Virtualization VMware vSphere VMware ESXi VMware vCenter HA & DRS vMotion Virtual Infrastructure Management Patching & Automation SCCM / MECM WSUS PatchLink BMC BladeLogic Patch Compliance & Reporting Infrastructure Automation ITSM Tools ServiceNow Remedy Incident Management Change Management Problem Management Configuration Management Qualifications Bachelor's Degree in Computer Science, Information Technology, Engineering, or equivalent. 8+ years of experience in Windows Infrastructure and Cloud Operations.
• Experience in enterprise-scale environments supporting critical business services.

Required qualifications

• 8–15 Years Location :Pune

Preferred qualifications and skills

• Preferred Certifications AWS Certified Solutions Architect – Associate AWS SysOps Administrator VMware VCP Microsoft Certified: Windows Server Hybrid Administrator Associate ITIL Foundation Certification Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

Employment details

• Location: Pune [Maharashtra] [India]

Additional role details

• Position Title Subject Matter Expert (SME) / Technical Lead – Windows Infrastructure, AD & AWS Cloud